Service Center Manager

Description

Hackbarth Delivery Service is a growing transportation and logistics company committed to delivering exceptional service and reliable solutions to our customers. We are seeking an experienced and motivated Service Center Manager to lead service center operations, support operational excellence, and ensure an outstanding customer experience.

Position Summary

The Service Center Manager oversees all service center operations and is responsible for maintaining high standards of quality, responsiveness, and customer satisfaction. This role serves as a key liaison between customers, operations teams, and company leadership to drive communication, accountability, and service performance.

The ideal candidate is a strong leader with experience in transportation and logistics operations, customer service management, and team development.

Essential Duties and Responsibilities

Leadership and Team Management

• Lead, supervise, and develop up to ten direct reports to ensure departmental objectives and internal deliverables are achieved.
• Establish clear performance expectations and ensure compliance with company policies, procedures, and service standards.
• Provide coaching, mentoring, and guidance to employees to promote professional growth, teamwork, and exceptional customer service.
• Support employees in resolving complex customer concerns, service issues, and escalated complaints.
• Develop training programs and materials to enhance employee knowledge and customer service capabilities.

Service Center Operations

• Work collaboratively with the team in answering calls and responding to emails.
• Oversee daily service center activities to ensure quality standards, deadlines, and operational goals are consistently met.
• Schedule staffing coverage to support inbound call volumes and customer service demands.
• Monitor service performance and implement corrective actions to improve operational efficiency and customer satisfaction.
• Assist in the development and implementation of departmental policies, procedures, and service standards.

Customer Service and Account Management

• Serve as a point of escalation for customer inquiries and service-related concerns.
• Respond to customer requests regarding shipment tracking, tracing, and delivery status via phone, email, and other communication channels.
• Manage customer accounts by monitoring shipment activity and providing timely updates regarding service performance.
• Prepare and distribute standard and ad hoc shipment reports for customers and management review.
• Gather and communicate customer feedback to identify opportunities for service enhancements and process improvements.
• Ensure customers are connected with the appropriate internal resources to resolve issues efficiently.

Cross-Functional Collaboration

• Partner with operations, administration, terminal personnel, District Managers, and Regional Managers to communicate shipment status and resolve service concerns.
• Communicate customer requirements, expectations, and service changes to internal stakeholders to support operational success.
• Collaborate across departments to improve communication, service delivery, and customer satisfaction.

Systems and Technology

• Maintain accurate customer, shipment, and service information within company systems, including AS400 and transportation management software.
• Utilize transportation management platforms, including Xcelerator or similar systems, to support daily operations and reporting.
• Demonstrate proficiency with Microsoft Office applications including Word, Excel, Outlook, and PowerPoint.

Qualifications

• A bachelor's degree in business/ Logistics Supply Chain / Management/ Communications is preferred
• Minimum of three years of experience in customer service with preference for a Logistics and Transportation Organization.
• Extensive knowledge of call center, CRM, AI agents.
• Knowledge of and demonstrated experience with dispatch software. Prior use of Xcelerator or similar software package.
• Highly organized, detail oriented.
• Access to reliable transportation. If driving an automobile while on company business, must possess a valid driver's license in state of residence and auto insurance. Must be able to pass a background check, MVR and drug screen.
• Demonstrated ability to

• Work effectively with internal and external individuals, including other professionals in the community.
• Work effectively as a member of a team.
• Effectively communicate to various internal and external audiences in both person and through various electronic media.
• Manage time and work effectively with minimal supervision.
• Effectively manage multiple priorities simultaneously.

Schedule requirements:

• Monday through Friday with occasional Saturday shifts as needed
• Typical Schedule: 6:00am to 3:00pm
• Start and end time may vary based on operational business needs

Compensation and Benefits:

• Competitive salary commensurate with experience.
• $60,000.00 - $70,000.000
• Quarterly Bonus Eligible
• Health, dental, and vision insurance.
• Supplemental insurance options
• Retirement plan options.
• Paid time off and holidays.
• Opportunities for career advancement.
• A dynamic and inclusive work environment.

An Equal Opportunity Employer

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